Shipping policy

Production & Shipping Policy

Last Updated: August 2026

Obsidian Guild Studios produces premium resin collectibles on a made-to-order basis. Because each piece is produced after an order is placed, fulfillment consists of two separate periods:

Production Time — the period required to produce, prepare, inspect, and package your collectible.

Carrier Transit Time — the period after your completed order has been transferred to the shipping carrier.

Please review this policy before placing an order.

1. Made-to-Order Production

Unless expressly stated otherwise on the applicable product page, Obsidian Guild Studios collectibles are made to order.

Depending on the product and finish selected, production may include printing, cleaning, curing, fitting, surface preparation, priming, painting, finishing, quality inspection, and protective packaging.

Production requirements vary according to the size, complexity, configuration, and finish of each collectible.

2. Finish Options & Estimated Production Timeframes

Our standard estimated production timeframes are:

Unassembled & Unpainted (UU)

Estimated Production: 3-5 weeks

Printed, cleaned, cured, and quality-inspected resin components prepared for collector assembly, finishing, and painting.

UU pieces are generally supplied as separate components unless otherwise stated on the product page.

Prepped & Primed (PP)

Estimated Production: 4-7 weeks

Resin components receive additional studio preparation, which may include support cleanup, surface refinement, fitting, seam preparation where applicable, and primer application.

PP does not necessarily mean that every component will be permanently assembled before shipment. Components may remain separate when necessary for safe transportation, future painting, or the design of the collectible.

Hand-Painted Commission (HP)

Estimated Production: 10–16 weeks

Hand-Painted Commission pieces are individually prepared, finished, and painted through our commission process.

Completion time varies according to factors including scale, complexity, number of components, painting requirements, requested finish, and the current commission queue.

Where offered, a 30% deposit reserves a position in the Hand-Painted Commission queue. Additional payment, cancellation, and commission terms disclosed before purchase also apply.

3. When Production Time Begins

Unless otherwise stated on the applicable product page or order confirmation, the production timeframe begins after:

  • the order has been successfully submitted;

  • required initial payment has been received; and

  • any information required from the customer to begin production has been provided.

For commissions or customized orders requiring customer selections, specifications, references, or approvals, production may not begin until the required information has been received.

4. Product-Specific Production Estimates

Some collectibles require production periods outside our standard estimates because of exceptional size, complexity, component count, finishing requirements, material requirements, or other production considerations.

When a product page expressly states a production estimate different from the general estimates in this policy, the product-specific estimate applies to that product.

Customers should review the production estimate displayed on the applicable product page before purchasing.

5. Production Estimates Are Not Delivery Dates

Production timeframes are estimates of the period required to prepare an order for shipment. They are not guaranteed delivery dates.

Carrier transit time begins only after production, final quality inspection, packaging, and transfer of the shipment to the carrier.

For example, a UU order with an estimated production timeframe of 3-5 weeks may require additional carrier transit time after production is complete.

6. Production Delays

We establish production estimates based on the information reasonably available to us when an order is placed.

Factors that may affect production include product complexity, current production volume, commission queue depth, equipment availability, material availability, quality-control requirements, and circumstances outside our reasonable control.

Quality-control standards will not intentionally be reduced merely to meet an estimated production date.

If we determine that an order cannot be shipped within the timeframe represented when the order was placed, we will contact the customer with an updated estimated shipment date.

Where required by applicable law, the customer will be provided with the opportunity to consent to the revised shipment date or cancel the affected unshipped order for a refund.

Nothing in this policy limits rights or remedies that cannot legally be waived under applicable consumer-protection law.

7. Carrier Transit Estimates

Once production and final quality inspection are complete, the order is packaged and transferred to the applicable carrier.

Typical carrier transit estimates are:

United States: approximately 3–7 business days

Canada: approximately 5–10 business days

International: approximately 7–21 business days

These are carrier transit estimates and are not guaranteed delivery dates.

Carrier delays may occur because of weather, holidays, service disruptions, customs processing, remote destinations, transportation interruptions, or other circumstances outside the reasonable control of Obsidian Guild Studios.

8. Shipping Rates

Available shipping methods and charges are presented during checkout when available.

Shipping costs may be based on:

  • destination;

  • package dimensions;

  • package weight;

  • number of packages;

  • selected carrier;

  • selected service level; and

  • other carrier requirements.

Large statues, dioramas, and multi-component collectibles may require oversized packaging or multiple shipping cartons.

Applicable shipping charges will be disclosed before the customer submits the order.

9. Packaging

Every order is packaged according to its size, configuration, finish, weight, and fragility.

Packaging may include:

  • protective foam or cushioning;

  • reinforced shipping cartons;

  • double-wall cartons;

  • individually protected components;

  • protective wrapping;

  • separate packaging for delicate components; and

  • multiple cartons for oversized or complex collectibles.

Some pieces may intentionally be shipped partially disassembled or as separate components when doing so provides greater protection during transportation.

Packaging methods may vary according to the specific requirements of the collectible.

10. Split Shipments

Large orders, multi-piece collectibles, or orders containing multiple products may be shipped in more than one package.

When an order is divided into multiple shipments, customers may receive more than one tracking number.

Packages associated with the same order may arrive on different dates.

Receiving one package does not necessarily mean the entire order has been delivered.

11. Tracking Information

Tracking information will normally be sent to the email address associated with the order after the shipment has been processed by the carrier.

Tracking information may require additional time to become active after a shipping label is created.

Customers are encouraged to monitor tracking information after shipment.

If tracking indicates an unusual delay or delivery problem, please contact Obsidian Guild Studios.

12. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please verify your shipping information carefully before completing checkout.

If an address correction is needed, contact us as soon as possible.

We cannot guarantee that an address can be changed after fulfillment or shipment processing has begun.

Obsidian Guild Studios is not responsible for additional costs resulting from an incorrect or incomplete address supplied by the customer, except to the extent otherwise required by applicable law.

If an order is returned as undeliverable because of an incorrect or incomplete customer-provided address, additional shipping charges may apply before the order can be reshipped.

13. Damaged Shipments

Please inspect your collectible and packaging promptly after delivery.

If an order appears to have been damaged during transportation, please:

  1. Keep the collectible and all original packaging.

  2. Photograph the exterior shipping carton.

  3. Photograph the shipping label where possible.

  4. Photograph the internal packaging.

  5. Photograph the damaged component or collectible clearly.

  6. Contact Obsidian Guild Studios and provide your order number and photographs.

Please report visible shipping damage within 72 hours of delivery whenever reasonably possible. Prompt reporting allows us to document the shipment and pursue any available carrier or shipping claim.

The 72-hour period is a requested reporting period and does not eliminate rights or remedies that cannot legally be waived under applicable law.

Depending on the circumstances, available remedies may include replacement components, repair, replacement, refund, or another appropriate resolution in accordance with our Refund Policy and applicable law.

Please do not discard damaged products or packaging until the matter has been resolved.

14. Lost or Stalled Shipments

If tracking indicates that a package may be lost or has stopped moving for an unusual period, please contact us.

Obsidian Guild Studios may initiate an investigation or claim with the carrier and may request information or documentation from the customer.

Customers should not dispose of shipping documentation or other information relating to the shipment while an investigation is pending.

Available resolutions will depend on the circumstances, carrier investigation, applicable shipping coverage, and rights provided under applicable law.

15. Shipping Coverage and Carrier Claims

Shipping coverage varies according to the carrier, service level, destination, and any additional coverage obtained for a shipment.

Where carrier coverage or shipping insurance applies, claims may be subject to carrier or insurer documentation and procedural requirements.

Customers may be asked to retain:

  • the collectible;

  • damaged components;

  • the shipping carton;

  • internal packaging;

  • photographs; and

  • other relevant documentation

until the claim has been resolved.

Obsidian Guild Studios does not represent that every carrier service automatically provides full replacement-value insurance.

16. International Orders

International orders may be subject to additional requirements imposed by the destination country.

These may include:

  • customs duties;

  • import taxes;

  • value-added tax (VAT);

  • brokerage fees;

  • customs processing fees; or

  • other government or carrier charges.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping charge collected by Obsidian Guild Studios and are the responsibility of the recipient.

Customers are responsible for determining whether a product may legally be imported into the destination country and for complying with applicable import requirements.

Customs processing may extend delivery times.

17. Refused or Unclaimed International Shipments

If an international shipment is refused, abandoned, or returned because the recipient does not pay applicable customs, duties, taxes, brokerage fees, or other destination charges, additional costs may result.

Any refund or reshipment eligibility will be determined according to:

  • our Refund Policy;

  • applicable law;

  • the condition of the returned merchandise;

  • shipping charges incurred;

  • customs or carrier charges incurred; and

  • other nonrecoverable costs associated with the shipment.

Nothing in this section limits rights that cannot legally be waived.

18. Masterwork Series

The Masterwork Series is a premium collection and is not a separate finish option.

Masterwork collectibles may have product-specific production, finishing, packaging, commission, or shipping requirements because of their size, complexity, or presentation.

Where a Masterwork product page provides a specific production estimate or other fulfillment information, the product-specific information applies to that product.

19. Order Changes

Because our collectibles are made to order, requested changes may not always be possible after production has begun.

This includes changes involving:

  • scale;

  • finish;

  • configuration;

  • commission specifications;

  • shipping destination; or

  • other product selections.

Approved changes may result in additional charges or changes to the estimated production timeframe.

Please contact us as soon as possible if you need to request a change.

20. Cancellations and Returns

Cancellation and return eligibility is governed by our Refund Policy and, where applicable, any additional terms disclosed for customized products or Hand-Painted Commissions.

Because products are made to order, cancellation eligibility may depend on when the cancellation is requested and whether production or customized work has begun.

Customers should review the Refund Policy before placing an order.

21. Hand-Painted Commissions

Hand-Painted Commission orders involve individualized production and may be subject to additional terms concerning:

  • deposits;

  • queue placement;

  • customer selections;

  • painting specifications;

  • approvals;

  • final payment;

  • cancellation; and

  • shipment.

Where additional Hand-Painted Commission terms are provided before purchase, those terms form part of the applicable order terms.

22. Customer Communication

Customers are responsible for providing a working email address and monitoring communications relating to their order.

For commissions or orders requiring customer input, failure to provide requested information or approval may delay production.

Production delays caused by waiting for required customer information are not included in the normal production estimate to the extent permitted by applicable law.

23. Contact Us

Questions regarding production, shipping, tracking, delivery, or damaged shipments may be directed to:

Obsidian Guild Studios

Email: support@obsidianguildstudios.com

Please include your order number when contacting us regarding an existing order.

We aim to respond to customer-service inquiries within 1–2 business days.

24. Policy Relationship

This Production & Shipping Policy should be read together with the Obsidian Guild Studios:

  • Refund Policy

  • Terms of Service

  • Privacy Policy

  • applicable product-page disclosures; and

  • any additional commission or customization terms presented before purchase.

If a product page contains a specific production estimate applicable to that particular product, that product-specific estimate controls over the general production estimates stated in this policy.

By placing an order, you acknowledge that you have reviewed the production and shipping information applicable to the product and finish selected.